COmplaints

At Mummy Insurance, our priority is to provide you with the highest standard of service. If, for any reason, you are not satisfied, we are committed to addressing your concerns as quickly and fairly as possible.

 

How to make a complaint

You can raise a complaint with us using any of the following methods:

By Email

 info@mummyinsurance.com

By Telephone

 0300 303 5758

In Writing

Compliance Manager

Mummy Insurance

Suite 7, Ormeau House

91–97 Ormeau Road

Belfast

BT7 1SH

 

What happens next

If your complaint relates to our service, we will always try to resolve the matter immediately or within three working days.

If we cannot resolve it straight away, we will send you an acknowledgement in writing within five working days confirming that we are reviewing your complaint.

If your concern relates to another firm (for example, an insurer regulated by the Financial Conduct Authority), we will forward your complaint to them promptly and provide you with their contact details.

 

Our investigation process

Where possible, we aim to issue a resolution within three working days. If this is achieved, we will confirm in writing that your complaint has been resolved and explain your rights.

If we require more time, we will keep you updated on progress throughout our investigation.

In all cases, you will receive a final written response no later than eight weeks from the date we receive your complaint. This response will outline our findings and any redress we may offer.

You are welcome to contact us at any time during this process to check the status of your complaint.

 

If you remain unhappy

If, after receiving our final response, you are still dissatisfied, you may refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent complaints investigator that can assist you if you are not happy with our handling of a complaint. They can be contacted on 

Phone – 0800 023 4567

Email – complaint.info@financial-ombudsman.org.uk 

In Writing – Financial Ombudsman Service, Exchange Tower, London, E14 9SR